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You can find the current article at its original source at https://www.theguardian.com/business/live/2018/apr/25/tsb-online-banking-mobile-app-paul-pester-business-live
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| TSB crisis: customers count cost of IT meltdown - live updates | TSB crisis: customers count cost of IT meltdown - live updates |
| (about 1 hour later) | |
| Despite CEO Paul Pester claiming that TSB’s internet banking is “Up and running”, some services are still in the “down and out” category. | |
| According to TSB’s service status page, there are still several problems. | |
| For example, internet and mobile banking customers still can’t view their mortgages online (which explains why some people found their loans had vanished this morning) | |
| Business banking customers are seeing errors when they try to reset their log-in details, and some also can’t see their standing orders in their banking app. | |
| Neil De Silva, a DJ and part-time model from Glasgow was unable to pay for additional luggage because he couldn’t get his TSB card to work, leaving him stranded in Thailand: | Neil De Silva, a DJ and part-time model from Glasgow was unable to pay for additional luggage because he couldn’t get his TSB card to work, leaving him stranded in Thailand: |
| “I ended up missing my flight to Singapore after my card was declined. Things then went from bad to worse as I couldn’t log into my bank account to transfer some savings to pay for a new flight.” | “I ended up missing my flight to Singapore after my card was declined. Things then went from bad to worse as I couldn’t log into my bank account to transfer some savings to pay for a new flight.” |
| Stacey and Louie Brown, who have recently been married in Thailand, had to borrow money from weddings guests to cover their costs. | Stacey and Louie Brown, who have recently been married in Thailand, had to borrow money from weddings guests to cover their costs. |
| “My husband’s card was blocked but luckily we had friends and family with us who we borrowed from to pay for food and accommodation. We would have been sleeping on the beach otherwise,” says 31-year-old Stacey from Dorset, adding: | “My husband’s card was blocked but luckily we had friends and family with us who we borrowed from to pay for food and accommodation. We would have been sleeping on the beach otherwise,” says 31-year-old Stacey from Dorset, adding: |
| “We’ve been trying to sign up to a divemaster course as part of our honeymoon, but now the internet banking is down we can’t transfer any money. We’re now living on water and toasties and down to our last £40. Hopefully we will have access to our money again soon.” | “We’ve been trying to sign up to a divemaster course as part of our honeymoon, but now the internet banking is down we can’t transfer any money. We’re now living on water and toasties and down to our last £40. Hopefully we will have access to our money again soon.” |
| This is similar to the case of Matt, covered earlier in the blog. | This is similar to the case of Matt, covered earlier in the blog. |
| TSB’s online banking system still looks like a lottery, 11 hours after CEO Paul Pester tweeted that it was working again. | TSB’s online banking system still looks like a lottery, 11 hours after CEO Paul Pester tweeted that it was working again. |
| Some customers, such as PA Liza Young, have managed to overcome its problems.... | Some customers, such as PA Liza Young, have managed to overcome its problems.... |
| Ooooh I got in, did what I needed to do and got out yippeee. Very very slow #tsb @TSB | Ooooh I got in, did what I needed to do and got out yippeee. Very very slow #tsb @TSB |
| ..but others, such as historian Guy Walters, are still frustrated. | ..but others, such as historian Guy Walters, are still frustrated. |
| Website 'up and running' is it, @TSB? Let's see now. Er, no. pic.twitter.com/7Sqc4bw3U1 | Website 'up and running' is it, @TSB? Let's see now. Er, no. pic.twitter.com/7Sqc4bw3U1 |
| Breaking away from TSB briefly, UK housebuilder Persimmon is being given a bloody nose by shareholders. | Breaking away from TSB briefly, UK housebuilder Persimmon is being given a bloody nose by shareholders. |
| Investors at its AGM are angry at “totally and utterly unjustifiable” multi-million bonuses paid to its chief executive and senior managers, including a £75m award for CEO Jeff Fairburn. | Investors at its AGM are angry at “totally and utterly unjustifiable” multi-million bonuses paid to its chief executive and senior managers, including a £75m award for CEO Jeff Fairburn. |
| Around 64% of shareholders refused to back the package - either by abstaining or voting against it. | Around 64% of shareholders refused to back the package - either by abstaining or voting against it. |
| Euan Stirling, head of stewardship at Aberdeen Standard Investments, one of Persimmon’s biggest shareholders with a 2.3% stake, said the “enormous sums” due to Fairburn and other senior managers were “grossly excessive” and have “tarnished” the housebuilder’s name. | Euan Stirling, head of stewardship at Aberdeen Standard Investments, one of Persimmon’s biggest shareholders with a 2.3% stake, said the “enormous sums” due to Fairburn and other senior managers were “grossly excessive” and have “tarnished” the housebuilder’s name. |
| Stirling said that Fairburn’s offer to reduce his bonus from his legally entitled £110m to £75m “does not even get close to acceptable”. | Stirling said that Fairburn’s offer to reduce his bonus from his legally entitled £110m to £75m “does not even get close to acceptable”. |
| Stirling declared: | Stirling declared: |
| “The important point I referred to is that regardless of any moral or societal duties, company directors have a legal responsibility to act in the best long-term interests of the company that employs them | “The important point I referred to is that regardless of any moral or societal duties, company directors have a legal responsibility to act in the best long-term interests of the company that employs them |
| Today’s remuneration results suggest that the executive directors at Persimmon have lost sight of that because the long-term success of the company is being endangered by the reputational damage associated with grossly excessive pay!” | Today’s remuneration results suggest that the executive directors at Persimmon have lost sight of that because the long-term success of the company is being endangered by the reputational damage associated with grossly excessive pay!” |
| The Church of England has also weighed Persimmon in the balance, and found it wanting: | The Church of England has also weighed Persimmon in the balance, and found it wanting: |
| Adam Matthews, Head of Engagement for the Church Commissioners and Pensions Board ahead of today's #persimmon AGM: “The Church Commissioners and Church of England Pensions Board will be voting against Persimmon’s remuneration report at today’s AGM." (1/2) | Adam Matthews, Head of Engagement for the Church Commissioners and Pensions Board ahead of today's #persimmon AGM: “The Church Commissioners and Church of England Pensions Board will be voting against Persimmon’s remuneration report at today’s AGM." (1/2) |
| "While the company has shown some sensitivity to shareholder concerns, the overall level of executive pay at the company is still simply too high and a long way from acceptable.” (2/2) | "While the company has shown some sensitivity to shareholder concerns, the overall level of executive pay at the company is still simply too high and a long way from acceptable.” (2/2) |
| The owner of the UK’s first and oldest luxury leather lingerie brand is also caught up in the TSB IT crisis. | The owner of the UK’s first and oldest luxury leather lingerie brand is also caught up in the TSB IT crisis. |
| Jules Hawkins, 54, who owns Bristol-based Lux Tenebrae, has been unable to pay her staff through her TSB accounts. That echoes the problems reported earlier this morning (here and here) | Jules Hawkins, 54, who owns Bristol-based Lux Tenebrae, has been unable to pay her staff through her TSB accounts. That echoes the problems reported earlier this morning (here and here) |
| Jules tells us: | Jules tells us: |
| “I’m going to have to pay them out of my First Direct personal account, which will look to HMRC like I’m paying myself a huge amount of money when I eventually manage to reimburse myself. | “I’m going to have to pay them out of my First Direct personal account, which will look to HMRC like I’m paying myself a huge amount of money when I eventually manage to reimburse myself. |
| My staff don’t have TSB accounts so why should they have to bear the brunt of this mess by going overdrawn and having to wait to claim back? It’s the end of the month and they have rent and bills to pay. Also, are my automated payments still going out? Did I just pay my tax? Don’t even get me started on trying to input my end of year tax return.” | My staff don’t have TSB accounts so why should they have to bear the brunt of this mess by going overdrawn and having to wait to claim back? It’s the end of the month and they have rent and bills to pay. Also, are my automated payments still going out? Did I just pay my tax? Don’t even get me started on trying to input my end of year tax return.” |
| @tsb erm... I need to pay staff.... You are my business account pic.twitter.com/HaADnYcHKk | @tsb erm... I need to pay staff.... You are my business account pic.twitter.com/HaADnYcHKk |
| Matt from South Wales is on holiday in the Canary Islands and has been unable to pay for goods and services thanks to TSB’s botched IT migration: | Matt from South Wales is on holiday in the Canary Islands and has been unable to pay for goods and services thanks to TSB’s botched IT migration: |
| “I arrived on Saturday for a five night break and this has totally ruined my holiday. My card was declined in a restaurant I went to and I had to walk 50 mins back to my hotel as I didn’t have enough money to pay for a taxi. I tried to contact TSB via email and on the phone but after waiting for 40 mins I couldn’t wait any longer. I feel for everyone that’s having these problems and I can’t wait to get home to speak to someone from in person. | “I arrived on Saturday for a five night break and this has totally ruined my holiday. My card was declined in a restaurant I went to and I had to walk 50 mins back to my hotel as I didn’t have enough money to pay for a taxi. I tried to contact TSB via email and on the phone but after waiting for 40 mins I couldn’t wait any longer. I feel for everyone that’s having these problems and I can’t wait to get home to speak to someone from in person. |
| They are not keeping their customers updated and they will lose a lot of customers due to this terrible service. How can we trust them after this?” | They are not keeping their customers updated and they will lose a lot of customers due to this terrible service. How can we trust them after this?” |
| Louise (not her real name) is a sole trader who holds both a business and current account with TSB: | Louise (not her real name) is a sole trader who holds both a business and current account with TSB: |
| “The whole thing is a fiasco. I knew that the site would be down as TSB said they were ‘upgrading’ the business banking and instead of the trusty card reader that I’ve been using for years they would be introducing a system which uses an app instead. | “The whole thing is a fiasco. I knew that the site would be down as TSB said they were ‘upgrading’ the business banking and instead of the trusty card reader that I’ve been using for years they would be introducing a system which uses an app instead. |
| “Although I’m a web designer and tech savvy I didn’t want to install the app for various reasons (size, privacy, just don’t want it on my phone!) but did so reluctantly. The amount of permissions the app wanted was outrageous so I emailed them to say that I wasn’t happy and that from 25 May when GDPR comes into force I’d be contacting them every day to delete the unnecessary data that they were collecting via the app. | “Although I’m a web designer and tech savvy I didn’t want to install the app for various reasons (size, privacy, just don’t want it on my phone!) but did so reluctantly. The amount of permissions the app wanted was outrageous so I emailed them to say that I wasn’t happy and that from 25 May when GDPR comes into force I’d be contacting them every day to delete the unnecessary data that they were collecting via the app. |
| “A very rapid response suggested that I order one of their basic devices instead, which I did. Credit where credit is due, it arrived promptly yesterday, just in time for the new system to be live. Except of course it’s not live. The system is still down. Also the basic device seems incapable of doing anything at all. This is one of those ‘upgrades’ that seems completely futile and designed to annoy customers.” | “A very rapid response suggested that I order one of their basic devices instead, which I did. Credit where credit is due, it arrived promptly yesterday, just in time for the new system to be live. Except of course it’s not live. The system is still down. Also the basic device seems incapable of doing anything at all. This is one of those ‘upgrades’ that seems completely futile and designed to annoy customers.” |
| A stream of TSB customers are reporting that they can’t get their TSB internet passwords to work. | A stream of TSB customers are reporting that they can’t get their TSB internet passwords to work. |
| Penny Simpson tells me that she has been frozen out of her account, because the bank’s new IT system isn’t recognising customers’ existing passwords and memorable information. | Penny Simpson tells me that she has been frozen out of her account, because the bank’s new IT system isn’t recognising customers’ existing passwords and memorable information. |
| She says she’s not alone: | She says she’s not alone: |
| I have spoken to more than a dozen people and nobody has managed to get through. Have we really gone through all this pain to install a system that can’t cope with 1.9m customers? | I have spoken to more than a dozen people and nobody has managed to get through. Have we really gone through all this pain to install a system that can’t cope with 1.9m customers? |
| Penny was eventually forced to drive eight miles to her nearest branch, Gillingham in Dorset. Staff looked like they’d “been in an earthquake”, she says. | Penny was eventually forced to drive eight miles to her nearest branch, Gillingham in Dorset. Staff looked like they’d “been in an earthquake”, she says. |
| To take money out they have to use handwritten slips like the old credit cards. I wanted to know my balance which, after two or three attempts they were able to access. | To take money out they have to use handwritten slips like the old credit cards. I wanted to know my balance which, after two or three attempts they were able to access. |
| My direct debits have been going out - what a pity Paul Pester couldn’t have reassured customers that despite the problems, standing orders etc were being processed. | My direct debits have been going out - what a pity Paul Pester couldn’t have reassured customers that despite the problems, standing orders etc were being processed. |
| However, I was told that this branch will be closing in May. My next nearest branch will be 26 miles away. Totally unacceptable.... I will move banks as soon as the system is running again. | However, I was told that this branch will be closing in May. My next nearest branch will be 26 miles away. Totally unacceptable.... I will move banks as soon as the system is running again. |
| Another TSB customer, Louise Pennington, found herself at the back of a long queue: | Another TSB customer, Louise Pennington, found herself at the back of a long queue: |
| The queue at my @TSB is ridiculous. Because they’ve got only 2 staff at the desk. Which is tremendously poor planning considering the weekend debacle. | The queue at my @TSB is ridiculous. Because they’ve got only 2 staff at the desk. Which is tremendously poor planning considering the weekend debacle. |
| Which means I’m actually standing outside because the queue is so long. | Which means I’m actually standing outside because the queue is so long. |
| Other TSB customers are also reporting similar problems when they try to log on: | Other TSB customers are also reporting similar problems when they try to log on: |
| So when I finally manage to get on the TSB login page, it says my details are incorrect HUN, WHAT? @TSB #TSB #tsbfail | So when I finally manage to get on the TSB login page, it says my details are incorrect HUN, WHAT? @TSB #TSB #tsbfail |
| @TSB Your homepage does not list another fault your Internet Banking has - unable to make payments due to "unrecognised password" No access to our money, unable to pay people, card declined at tills, cut off after waiting 20 mins on the phone - in just goes on and on. Appalling | @TSB Your homepage does not list another fault your Internet Banking has - unable to make payments due to "unrecognised password" No access to our money, unable to pay people, card declined at tills, cut off after waiting 20 mins on the phone - in just goes on and on. Appalling |
| Another dissatisfied customer: | Another dissatisfied customer: |
| @TSB When will this problem be fixed? I (and thousands of others) have been unable to use online banking since last Friday. It's gone beyond a joke now. @TSB must be single-handedly keeping The Financial Service Ombudsman in a job. #SortItNow pic.twitter.com/S6TIHtx9FF | @TSB When will this problem be fixed? I (and thousands of others) have been unable to use online banking since last Friday. It's gone beyond a joke now. @TSB must be single-handedly keeping The Financial Service Ombudsman in a job. #SortItNow pic.twitter.com/S6TIHtx9FF |
| Clean Sheet, a charity that helps former offenders to find work, can’t log into its TSB account to pay staff -- another sign that the IT meltdown isn’t fully fixed yet. | Clean Sheet, a charity that helps former offenders to find work, can’t log into its TSB account to pay staff -- another sign that the IT meltdown isn’t fully fixed yet. |
| from my finance dept today: just about managed to log on then it crashed.TSB limiting on-line access; locked out again. frustrating.hope TSB boss doesn't get £1.6 million bonus. SMT is quite incompetent in running main business - Money!We’re National charity. Staff to pay. https://t.co/XkhykxqL3m | from my finance dept today: just about managed to log on then it crashed.TSB limiting on-line access; locked out again. frustrating.hope TSB boss doesn't get £1.6 million bonus. SMT is quite incompetent in running main business - Money!We’re National charity. Staff to pay. https://t.co/XkhykxqL3m |
| Guardian readers have been in touch about how they’ve been affected by the TSB IT failures.Angela from Kent is concerned about her upcoming holiday: | Guardian readers have been in touch about how they’ve been affected by the TSB IT failures.Angela from Kent is concerned about her upcoming holiday: |
| “We are going away on Saturday and can’t transfer money from our savings to buy holiday clothes and travel money. We didn’t bother trying to contact TSB as their phone call waiting time is over an hour!” | “We are going away on Saturday and can’t transfer money from our savings to buy holiday clothes and travel money. We didn’t bother trying to contact TSB as their phone call waiting time is over an hour!” |
| Mark, 54 from Birmingham was on hold for three hours after seeing his account was showing in US dollars: | Mark, 54 from Birmingham was on hold for three hours after seeing his account was showing in US dollars: |
| “My account is showing £40k in arrears against my mortgage and the whole account shows in dollars. I can live with all of that but yesterday my son couldn’t eat as I couldn’t transfer funds to his Parent Pay account. | “My account is showing £40k in arrears against my mortgage and the whole account shows in dollars. I can live with all of that but yesterday my son couldn’t eat as I couldn’t transfer funds to his Parent Pay account. |
| Everybody can have issues but the true measure is how you rectify them. TSB’s contingency has been very poorly thought out and will undoubtedly cost them long-term loyal customers.” | Everybody can have issues but the true measure is how you rectify them. TSB’s contingency has been very poorly thought out and will undoubtedly cost them long-term loyal customers.” |
| Jos is on a low income, with no credit cards or savings accounts and unable to use his debit card: | Jos is on a low income, with no credit cards or savings accounts and unable to use his debit card: |
| “I have £3.14 in my pocket, my wife is disabled and we can’t shop for food. I’ve been able to see my account details twice on the app since Sunday - both times the balance was wrong with credits and debits to the account missing. | “I have £3.14 in my pocket, my wife is disabled and we can’t shop for food. I’ve been able to see my account details twice on the app since Sunday - both times the balance was wrong with credits and debits to the account missing. |
| I have been particularly infuriated by TSB’s claims of “intermittent” problems which is entirely untrue.” | I have been particularly infuriated by TSB’s claims of “intermittent” problems which is entirely untrue.” |
| You can get in touch with your experiences, here. | You can get in touch with your experiences, here. |
| TSB’s IT chaos is threatening to prevent some small businesses from paying their staff. | TSB’s IT chaos is threatening to prevent some small businesses from paying their staff. |
| Scottish domestic cleaning service Good Fairy Clean couldn’t access its account this morning, which is very problematic as it has wages to pay. | Scottish domestic cleaning service Good Fairy Clean couldn’t access its account this morning, which is very problematic as it has wages to pay. |
| Online banking is indeed 'up and running' but our staff's patience is wearing thin as we are still unable to pay their wages this week 😡 | Online banking is indeed 'up and running' but our staff's patience is wearing thin as we are still unable to pay their wages this week 😡 |
| This accountancy firm also suffered problems: | This accountancy firm also suffered problems: |
| @TSB THIS is the gobbledegook I get when I try to pay - MY STAFF! ArrayIndexOutOfBoundsException exception: null | @TSB THIS is the gobbledegook I get when I try to pay - MY STAFF! ArrayIndexOutOfBoundsException exception: null |